CHRISTINE MARIE CAINDEC
Edmonton,NW
Summary
Highly motivated, target driven, hardworking, presentable, with good interpersonal and organizational skills and a quick learner who can easily fit into an existing established environment.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Client Services Team Leader, PH Operations
Detector Inspector Australia, Delonix Marketing
02.2021 - 07.2023
- Supervised client services team in getting monthly/bi-weekly updates from respective real estate agencies, ensuring that property contact details are up to date and ready for appointment calls
- Responsible in making sure at least 75% of keys required for upcoming inspections are confirmed and available by seeing to it that agencies get the most updated list and reminding them to have keys ready for pick-up for the next working day
- Oversees Active Notices raise by booking staff by seeking help from Landlords and /or Property Managers
- Ensuring any issues/concerns (tenant requiring agency confirmation, communication difficulties, refusing service, others: scheduling problems, tenant details not updated and/or unable to contact occupants) are addressed to the agency/landlord in a timely and efficient manner in order to service the properties.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Implemented and developed programs to address poverty and inequality.
- Assisted in conducting needs assessments to identify key areas of service needs.
Baker and Bazaar Store Manager
Sugarpop (Ayrton's Bakeshop)
11.2015 - 07.2023
- SugarPop is an online bakeshop owned and operated by my sisters and myself. What started out as a hobby for us has turned out to be a good source of income. All products are homemade and baked fresh
- Bakes homemade goodies including but not limited to cookies, cupcakes, muffins, cake-in-a-can, and cakes
- During bazaars and events, and I am over-all in charge of looking after the store and manning it
- Operated and maintained bakery equipment, including ovens and mixers.
- Complied with health and safety codes to protect staff and customers.
- Frosted and iced cakes, cupcakes, cookies, doughnuts, sweet rolls, and coffee cakes.
- Operated cash registers and processed payments accurately.
- Developed recipes for new products and improved existing recipes.
- Coordinated food deliveries to guarantee timely arrival of supplies.
- Cleaned and maintained kitchen equipment and oven.
- Baked consistent quality items by accurately mixing, dividing, shaping, and proofing.
- Followed food safety standards when handling ingredients.
- Operated ovens and bakery equipment to prepare products according to recipes.
- Packaged finished products for sale.
- Decorated cakes, cupcakes and other pastries according to customer requests.
- Replenished bakery items in display cases.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Ensure customer needs are met, complaints are resolved, and service is quick and efficient
- Ensure all products and displays are merchandised effectively to maximize sales and profitability.
- Completed point of sale opening and closing procedures.
- Interacted well with customers to build connections and nurture relationships.
Client Services Associate
Detector Inspector Australia, Delonix Marketing
03.2019 - 01.2021
- Part of dedicated customer service team, ensuring that clients, including real estate agents, property managers, private landlords and tenants, are receiving exceptional service and professionalism at every level of communication
- Answering inbound calls relating to queries and complaints
- Liaising with real estate agents, property managers and tenants to coordinate bookings, logistics and technicians
- Assisting with bookings when necessary and assisting in monitoring of bookings staff
- Reviewing and technician service sheets
- Following up on property overdue reports
- Updating and ensuring due and overdue properties have the current and correct tenant information
- Getting tenant details updates from respective real estate agencies
- Responsible for confirming spare keys for contractors to access properties
- Oversees active notices by seeking help from Landlords and /or Property Managers
- Looks over the email: info@detectorinspector.com.au, ensuring all concerns are resolved if not forwarded to the correct point of contact
- General administrative and shared office functions as needed
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Maintained and managed customer files and databases.
- Trained and supervised junior customer service representatives on best practices to meet organization goals.
- Offered personalized solutions to meet customer requirements.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
Entrepreneur and Store Manager
FCT
09.2018 - 03.2020
- Owned and operated a franchise of Balamban Liempo – a food stall business serving affordable “Balamban” style of roasting pork belly and chicken
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Staff hiring and shift scheduling
- Approved regular payroll submissions for employees.
- Interacted well with customers to build connections and nurture relationships.
- Assisted with hiring, training and mentoring new staff members.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Responsible for overseeing daily operations of store, making sure it runs smoothly and effectively
- Duties include motivating sales, creating business strategies, developing promotional material, and training new staff
- Responding to customer complaints and concerns in a professional manner
- Ensuring store compliance with health and safety regulations
- Undertaking store administration duties such as managing store budgets and updating financial records
- Monitoring inventory levels and ordering new items, stocks
Call Center/Bookings Supervisor
Detector Inspector Australia, Delonix Marketing
01.2019 - 03.2019
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Overseeing Victoria operations for Smoke Alarms Services – both for standard and electrical services
- Making sure bookings agents are booking up technicians/electricians to have at least minimum number of jobs per day
- Monitoring bookings and making sure they are made logically and properly to ensure technicians/electricians are able to perform their jobs efficiently
- Mapping out jobs for next working day, ensuring technicians/electricians have enough time and jobs are within technician’s/electrician’s area of coverage
- Allocating jobs and or rescheduling them when necessary if there are bookings made that are beyond technicians/electrician’s time exclusion or if they are too far from their other jobs
- Coaching, counseling and mentoring of booking agents when the need arises; motivating, recognizing and rewarding, and training agents
- Issuing appropriate sanctions to agents who fail to meet expected productivity outcome
- Communication Queue and Call Queue monitoring, making sure we are feeding the correct areas where technicians/electricians are assigned to work and that there are enough agents to man different queues
Booking/Scheduling Staff
Detector Inspector Australia, Delonix Marketing
08.2017 - 08.2018
- Calling tenants to book in properties for annual smoke alarms service
- Mapping out jobs for smoke alarms technicians and Electricians
- Monitoring of technician's day. Ensure they are doing their jobs and let management know if in case nothing is happening on their day
- Check key jobs, make sure appropriate notes are added
- Check RACV/DHA jobs, make sure appropriate notes are added
- Monitor hourly admin tasks; This includes and are not limited to booking in new properties, rescheduling of cancelling appointments
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
Group Events Coordinator and Access Officer
Norwegian Cruise Lines, Ltd.
12.2013 - 11.2015
- Directly responsible for all group bookings and responds, schedules and coordinates these group bookings in an efficient and organized manner.
- Overall in-charge and responsible for Charter Cruises, Weddings, Renewal of Vows, Funerals@Sea / scattering of ashes, Ship Visits and Plaque Exchanges.
- Coordinated schedules and timelines for events.
- Point person for all "Make-A-Wish Foundation" kids and families. In charge of schedules and activities and liaising with different departments involved in making sure the child gets their wish.
- Oversees onboard Gift Manifest and coordinates with main office for any entitlement discrepancies.
- ·Worked as designated Access Officer and primary contact for disabled guests’ requests for accommodations under the Americans with Disabilities Act (ADA). Key responsibility: Provides timely response to all reasonable guest requests pertaining to hearing impaired kits, service animals, etc.
- Responsible for assisting guests with lost or delayed luggage. Acted as liaison between guests and shore-side operators / airline representatives to locate luggage and to provide onboard credit, complimentary laundry, follow-up information concerning status and location of luggage, providing clothing if needed/available.
- Performed administrative duties for Hotel Director and Guest Service Manager when necessary (inter-office memos, letters to guests, minutes to management meetings, etc.)
- Consulted with customers to determine objectives and requirements for events.
- Communicated with catering, lighting and sound department to plan schedules, staffing and delivery
- Coordinated photographers, sound technicians and musicians for events.
- Worked closely with couples to meet wedding goals, maintain deadlines and resolve complaints or service issues.
- Developed creative themes for events and created related activities to engage attendees.
- Managed event logistics and operations.
Guest Service Representative
Norwegian Cruise Lines, Ltd.
08.2012 - 12.2013
- Welcomed guests on arrival, displaying professional and friendly approach.
- Shift Supervisor – oversees duty schedule to ensure that there is sufficient supervision of all daily operations.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Handled guest requests in an effective way by taking ownership of requests then following up until matter is finalized to the guest’s satisfaction.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Responsible for updating IssuTrax (record of guest issues/concerns), making sure that concerns have been addressed and guests have been compensated as needed (following Guest Recovery Program guidelines).
- Answered hotel phones with professionalism and directed calls appropriately.
- Updates daily Key Performance Indicators of the Guest Service Department.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- Performs spot checks, exams/quizzes to make sure subordinates are updated with all shipboard information.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Maintained high level knowledge of all hotel services offered to answer guest questions. Ensures that SOPs and manuals are updated and available to all colleagues
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
Guest Service Associate /Receptionist
Norwegian Cruise Lines, Ltd
01.2007 - 05.2012
- Assigned Special Duties:
- Hotel Director's Secretary - performed administrative duties for Hotel Director. Makes Voyage Schedule for management team, minutes of management trainings and meetings, voyage reports and guest correspondence.
- Assistant Concierge - manned executive lounge hospitality desk, following through on regular suite requests, making restaurant reservations and booking shore excursions. Sending all invites and correspondence to suite guests.
- Manifest Administrator - responsible for assisting Embarkation and Clearance Officer on a daily basis in different duties mainly but not limited to preparing paper works for clearance of the vessel in different ports of call. Assists during embarkation process and maintains guest manifest making sure that guest photos are clear and pertinent immigration and customs information are in place.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Anticipated guests' service needs by asking questions to better understand needs and listening to guest preferences.
- Welcomed and acknowledged guests with smile, eye contact and friendly verbal greeting using guest's name, boosting overall guest satisfaction
- Used Fidelio to check daily record sheets, guest accounts and available vouchers.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Responsible for answering the emergency telephone line and taking appropriate, immediate action.
- Handled guest requests in an effective way by taking ownership of the requests then following up until the matter is finalized to the guest’s satisfaction.
- Responsible for maintaining a cash float for giving change, cashing Travelers Cheques, Foreign Currency exchange, guest account payments.
- Takes care of lost and found items and related documentation.
- Records significant guest related issues in the daily logbook (Guest Concerns and IssuTrax System) for shared knowledge and follow through.
- Answered internal and external calls through the switchboard, taking messages and forwarding them on to the appropriate person.
- Made public address announcements as needed.
Embarkation and Clearance Officer
Norwegian Cruise Lines, Ltd
03.2008 - 03.2008
- Responsible for embarkation/disembarkation and its process, e-NOAD/D and other file transmissions, non-US guest documentation, proper completion of all entry papers and ship clearances for each port of call, including processing and clearance of guests with immigration and customs, and accurately maintaining guest manifest in Fidelio.
- Completed accurate data input or corrections into computer files.
- Checked guests and crew passports and visa validity for travel abroad
- Prepared papers and documentary requirements for ship's customs clearance
Customer Service Representative
I-Contacts Corporation (SMART Communications)
12.2003 - 01.2007
- Handled inbound calls for both inquiries and complaints for Smart Products and Services specifically for Smart Money, Smart Padala, Smart Dealer and Retailer Transactions, Smart 3G and Prepaid Concerns
- Resolved customer complaints via phone, email and mail
- Assist with placement of orders, refunds or exchanges
- Take payment information and other pertinent information
- Answer questions about warranties and terms of sale.
- Answered constant flow of customer calls with minimal wait times.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
Education
Bachelor of Arts - Mass Communications
University of The Philippines
Cebu City, Philippines04.2001
Skills
- SKILLS
- Customer Service
- MS Office Proficiency
- Outstanding Communication Skills
- Positive and Friendly
- Staff Supervision
- Hospitality and Accommodation
- Customer Relations
- Verbal and Written Communication
- Multitasking and Organization
- Sorting and Labeling
- Business Correspondence
- Office Equipment Operation
Certification
CLIENT SERVICES / OFFICE ADMIN / STORE MANAGER
Timeline
Client Services Team Leader, PH Operations
Detector Inspector Australia, Delonix Marketing
02.2021 - 07.2023
Client Services Associate
Detector Inspector Australia, Delonix Marketing
03.2019 - 01.2021
Call Center/Bookings Supervisor
Detector Inspector Australia, Delonix Marketing
01.2019 - 03.2019
Entrepreneur and Store Manager
FCT
09.2018 - 03.2020
Booking/Scheduling Staff
Detector Inspector Australia, Delonix Marketing
08.2017 - 08.2018
Baker and Bazaar Store Manager
Sugarpop (Ayrton's Bakeshop)
11.2015 - 07.2023
Group Events Coordinator and Access Officer
Norwegian Cruise Lines, Ltd.
12.2013 - 11.2015
Guest Service Representative
Norwegian Cruise Lines, Ltd.
08.2012 - 12.2013
Embarkation and Clearance Officer
Norwegian Cruise Lines, Ltd
03.2008 - 03.2008
Guest Service Associate /Receptionist
Norwegian Cruise Lines, Ltd
01.2007 - 05.2012
Customer Service Representative
I-Contacts Corporation (SMART Communications)
12.2003 - 01.2007
Bachelor of Arts - Mass Communications
University of The Philippines
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